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- Tasks: Provide 2nd line IT support, manage service tickets, and assist clients with technical queries.
- Company: Join a dynamic Managed Service Provider reshaping the IT industry with innovative technology.
- Benefits: Enjoy a full-time office role with opportunities for training and occasional travel to London.
- Why this job: Be part of a forward-thinking team that values customer service and professional growth.
- Qualifications: 3+ years in IT support, strong diagnostic skills, and proficiency in Windows and Office 365.
- Other info: Ideal for those passionate about IT and looking to advance their career in a supportive environment.
Are you an experienced 2nd Line Service Desk Engineer looking for a dynamic role in a fast-growing and innovative MSP? We are representing an exciting opportunity with a forward-thinking Managed Service Provider that is reshaping the industry by leveraging cutting-edge technology and fostering a strong company culture. If you are passionate about IT support and delivering outstanding customer service, we’d love to hear from you!
The Role:
- Act as the first point of contact for client technical queries via phone, ticketing system, and online chat.
- Provide escalation support for 1st Line Engineers.
- Ensure all service tickets are managed efficiently, with clear communication to clients.
- Meet Service Desk SLAs, including first-time resolution and customer satisfaction targets.
- Work on a full-time office-based schedule in Leicester, with occasional travel to client sites in London for training and events.
- Maintain the Service Knowledge Management System.
- Participate in client and proactive projects to enhance IT service delivery.
What You’ll Need:
- At least 3 years of experience as a Service Desk Engineer, ideally within an MSP.
- A track record of resolving 2nd Line escalation requests.
- Strong diagnostic skills for both hardware and software issues.
- Excellent written and verbal communication skills.
- The ability to prioritise and manage multiple cases simultaneously.
- A proactive attitude and ability to work autonomously.
- Strong knowledge of internet security and data privacy principles.
- Proficiency in Windows 10/11, MacOS, Active Directory, and Microsoft Azure.
- Experience supporting Office 365 applications (Outlook, OneDrive, SharePoint, Teams).
- Desirable: Knowledge of Google G Suite, Box, Dropbox, and VoIP systems.
- Eligibility to work in the UK.
If you’re looking to take the next step in your IT career with a company that values innovation and professional growth, apply now.
2nd Line IT Support Engineer employer: Connect Group
Contact Detail:
Connect Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line IT Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows 10/11, Active Directory, and Microsoft Azure. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your suitability for the role.
✨Tip Number 2
Prepare examples of how you've successfully resolved 2nd Line escalation requests in the past. Highlighting your problem-solving skills and ability to manage multiple cases will show that you can meet the demands of the position.
✨Tip Number 3
Research the company culture of the Managed Service Provider you're applying to. Understanding their values and how they leverage technology can help you tailor your responses in interviews and show that you're a good fit for their team.
✨Tip Number 4
Practice your communication skills, both verbal and written. As a Service Desk Engineer, clear communication is key, so being able to articulate technical issues and solutions effectively will set you apart from other candidates.
We think you need these skills to ace 2nd Line IT Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience as a Service Desk Engineer, particularly focusing on your 2nd Line support skills. Include specific examples of how you've resolved technical issues and met SLAs in previous roles.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and customer service. Mention your experience with the technologies listed in the job description, such as Windows 10/11, Active Directory, and Office 365 applications.
Highlight Relevant Skills: In your application, emphasise your strong diagnostic skills and ability to manage multiple cases. Use keywords from the job description to ensure your application aligns with what the company is looking for.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial in an IT support role.
How to prepare for a job interview at Connect Group
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Windows 10/11, MacOS, Active Directory, and Microsoft Azure. Highlight specific examples of how you've resolved 2nd Line escalation requests in the past.
✨Demonstrate Excellent Communication
Since you'll be the first point of contact for client queries, practice articulating your thoughts clearly. Use examples from your previous roles to illustrate how you effectively communicated with clients and colleagues.
✨Emphasise Your Problem-Solving Abilities
Prepare to discuss your diagnostic skills for both hardware and software issues. Think of scenarios where you successfully prioritised and managed multiple cases simultaneously, showcasing your proactive attitude.
✨Familiarise Yourself with Company Culture
Research the Managed Service Provider's values and culture. Be ready to explain why you want to work there and how your personal values align with theirs, especially regarding innovation and customer service.
